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It is mandatory since 2016 to state that consumers can report a complaint to the European ODR platform. You must share this information in your general terms and conditions but also on a separate page on your website! You can use the following text:

"We advise you to first report complaints to us by sending an e-mail to [email protected] If this does not lead to a solution, then it is possible to register your dispute for mediation via Stichting WebwinkelKeur. It is also possible for EU consumers to register complaints via the ODR platform of the European Commission. The ODR platform is available at http://ec.europa.eu/odr.